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Self-Assign Button Does Not Trigger Ticket Update?

Trying to create an action rule that automatically changes a ticket to "Pending" status upon assignment to a technician. Issue I'm running into is that there seems to be no way to make this work if a tech clicks the "assign to me and edit" shortcut button on an open ticket in the queue. Even though once the button is clicked and you are brought to the ticket detail page the history shows it as being updated by said tech, but this "update" does not trigger any action rules for some reason. One of the criteria I have set for this rule is "Latest Update Trigger" > "Tech Interface" - so self-assigning a ticket via the button should meet this criteria but it does not. The tech needs to additionally click the "Save" button for the rule to execute.

Am I going about this wrong or is this a shortcoming of WHD that has no workaround?

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percyplant

Nope, there is no way round this, action rules only runs when the save or save & email button is pressed.. I have spoken to SW about this, and to asked them include background tasks for managing events (and scheduled tasks) like this and other areas within WHD.

I suggest that you open a support call, and ask them to update WHD to ensure that assign and edit function also processes action rules.

Chris

cp_orion

Thanks Chris I will try giving SW tech support a call then. You saying they should be able to go into my system and change it so that save and edit button triggers action rules?

percyplant

I personally think they should ensure that you can't leave the page until the save button is pressed. You get this feature on other form webpages, but not in WHD.